亲爱的Mingdan Q.， 很高兴酒店地处新街口核心、紧邻德基广场的绝佳位置，为您出行和逛街带来了极大的便利。作为法国雅高集团（Accor）旗下的高端精品品牌，美憬阁始终致力于在繁华都市中为您打造一处既能享受便捷、又能感受“都市谧静”的“家外之家”。 得知心艺家伙伴的优质服务让您感到满意，且早餐丰富的品种与高品质出品能为您的早晨增添美好，我们备受鼓舞。餐饮与前厅团队听到您的夸奖一定会非常开心。 期待您下次再来南京，我们将继续用心，为您提供同样出色的入住体验与更多美好的美憬时刻。【都市谧静 家外之家】- Hotel 𝑴bassador Team Dear Mingdan Q., Thank you for your perfect rating and high recognition! We are delighted that our prime location in the heart of Xinjiekou, right next to Deji Plaza, brought you great convenience for both travel and shopping. As a premium boutique brand under Accor, MGallery is dedicated to creating a "home away from home" where you can enjoy both urban convenience and an "urban retreat" in the bustling city. Knowing that the excellent service of our Heartist team satisfied you, and that our breakfast with its rich variety and high quality added joy to your morning, is a great encouragement to us. Our Culinary and Front Office teams will be thrilled to hear your praise. We look forward to welcoming you back to Nanjing and will continue to provide you with an equally excellent stay and more wonderful M Moments. Urban Retreat · Home Away from Home Hotel 𝑴bassador Team

敬爱的顾客， 感谢您对我们酒店的精彩评论！我们十分高兴听到您在我们酒店过得愉快，并十分期待您的再次光临。 祝好，

尊敬的Mr.C.， 您好！感谢您如此坦诚细致的反馈。未能给您带来满意的体验，我们深表歉意。针对您提到的问题，我们希望能向您做客观的说明与回复： 1. 关于位置、服务与早餐 酒店地处南京最中心的新街口核心商圈（长江路），周边商场林立，距离德基广场仅几步之遥。可能是由于步行路线或导航的原因，让您觉得距地铁站稍远，下次入住可随时咨询前台，我们乐意为您指引最便捷的步行通道。关于服务和早餐未能达到您的预期，我们已记录并反馈给相关部门，将针对出品与服务细节进行专项提升。 2. 关于官方小程序/APP预订体验 对于小程序响应慢、与鸿蒙系统不适配以及支付环节带来的极大困扰，我们深表歉意。关于支付方式，雅高官方渠道的预订通常只需提供信用卡作为担保，并不会在预订时直接扣款。我们已将您遇到的技术问题（如只支持银行卡、无法使用微信/支付宝、莫名提示付款失败等）详细记录，并会积极向法国雅高总部技术团队反馈，推动系统优化。 3. 关于会员权益（迷你吧、水果与欢乐时光） 经核实，您目前是银卡会员。房间内的免费迷你吧是每次入住享受一次，因此不会每日主动补充；同时，雅高心悦界的规则是：金卡及以上会员享有欢迎水果，白金卡及以上会员才享有传统的行政酒廊及欢乐时光礼遇。 对于前台未能提前向您清晰、主动地说明这些会员权益细则，让您产生了误会与落差，我们诚恳致歉。我们已对前厅团队加强会员政策培训，要求在办理入住时做好主动告知与沟通。 再次感谢您的直言，这对我们非常重要。期待未来能有机会，让您看到我们在系统体验与服务细节上的改进。祝您生活愉快！ Thank you for your candid and detailed feedback. We sincerely apologize that your experience did not meet your expectations. We would like to provide objective clarification regarding the issues you raised: 1. Location, Service, and Breakfast Our hotel is located in the heart of Nanjing's Xinjiekou central business district (Changjiang Road), surrounded by shopping malls and just a short walk from Deji Plaza. Depending on your walking route or navigation, the metro station might feel a bit distant; please feel free to ask our front desk for the most convenient walking route next time. Regarding the service and breakfast falling short of your expectations, we have documented your comments and shared them with the relevant departments for targeted improvements. 2. Booking Experience via Official Mini-program/APP We sincerely apologize for the frustration caused by the slow response, incompatibility with the HarmonyOS system, and payment issues. Regarding payments, bookings made through Accor's official channels typically require a credit card only as a guarantee, and no immediate charge is made. We have documented the technical issues you encountered (e.g., only supporting bank cards, no WeChat/Alipay options, and unexpected payment failures) and will actively report them to Accor's headquarters technical team in France to drive system optimization. 3. Member Benefits (Minibar, Welcome Fruits, and Happy Hour) Upon verification, you are currently a Silver member. The complimentary minibar is provided once per stay and is not replenished daily. Additionally, according to ALL (Accor Live Limitless) rules: Gold members and above are entitled to welcome fruits, while Platinum members and above enjoy traditional Executive Lounge access and Happy Hour benefits. We sincerely apologize that our front desk did not proactively and clearly explain these membership benefit details upon check-in, which led to misunderstandings and disappointment. We have reinforced member policy training for our Front Office team to ensure clear communication during the check-in process. Thank you again for your candid feedback, which is extremely important to us. We look forward to the opportunity to show you our improvements in system experience and service details in the future. Wishing you a pleasant day! Nous vous remercions pour vos commentaires sincères et détaillés. Nous vous prions de bien vouloir nous excuser si votre expérience n'a pas été à la hauteur de vos attentes. Nous souhaitons vous apporter des éclaircissements objectifs concernant les points que vous avez soulevés : 1. Emplacement, service et petit-déjeuner Notre hôtel est situé au cœur du quartier d'affaires de Xinjiekou à Nanjing (rue Changjiang), entouré de centres commerciaux et à quelques pas du Deji Plaza. Selon votre itinéraire ou votre navigation, la station de métro peut vous sembler un peu éloignée ; n'hésitez pas à demander à notre réception l'itinéraire le plus pratique lors de votre prochain séjour. En ce qui concerne le service et le petit-déjeuner, nous avons pris note de vos remarques et les avons transmises aux services concernés pour une amélioration ciblée. 2. Expérience de réservation via le mini-programme/l'application officielle Nous vous prions de nous excuser pour la frustration causée par la lenteur du système, l'incompatibilité avec le système HarmonyOS et les problèmes de paiement. Concernant le paiement, les réservations effectuées via les canaux officiels d'Accor nécessitent généralement une carte de crédit uniquement à titre de garantie, sans débit immédiat. Nous avons documenté les problèmes techniques que vous avez rencontrés (par exemple, le fait de n'accepter que les cartes bancaires, l'absence de WeChat/Alipay et les échecs de paiement inexpliqués) et nous nous engageons à les signaler activement à l'équipe technique du siège d'Accor en France pour optimiser le système. 3. Avantages Membres (Minibar, fruits de bienvenue et Happy Hour) Après vérification, vous êtes actuellement un membre Silver (Argent). Le minibar gratuit est offert une fois par séjour et n'est pas réapprovisionné quotidiennement. De plus, selon les règles d'ALL (Accor Live Limitless) : les membres Gold (Or) et plus ont droit aux fruits de bienvenue, tandis que les membres Platinum (Platine) et plus bénéficient de l'accès au Salon Exécutif et du Happy Hour. Nous vous prions de nous excuser si notre réception n'a pas pris l'initiative de vous expliquer clairement ces détails lors de votre enregistrement, ce qui a pu créer un malentendu. Nous avons renforcé la formation de notre équipe de réception sur les politiques d'adhésion afin d'assurer une communication claire et proactive. Nous vous remercions à nouveau pour vos commentaires, qui sont très importants pour nous. Nous espérons avoir l'occasion de vous démontrer nos améliorations en matière d'expérience système et de détails de service à l'avenir. Nous vous souhaitons une excellente journée ! Urban Retreat · Home Away from Home - Hotel 𝑴bassador Team

敬爱的顾客， 感谢您对我们酒店的精彩评论！我们十分高兴听到您在我们酒店过得愉快，并十分期待您的再次光临。 祝好，

尊敬的Jiaxi Gu客人： 感谢您如此详尽地将这次入住的优缺点一一记录，这对我们来说是极为珍贵的反馈。 很高兴您喜欢独立双卧套房的格局设计——两间完全独立的房间通过一扇门连通，各有电视、卫生间和正门，这样的布局确实为三人同行的家庭或朋友提供了极大的便利与私密性。您对健身、泳池、房间清洁度、静音效果以及备品的认可，也让我们倍感欣慰。尤其您提到对环境敏感却全程未出现皮肤不适，这是对我们卫生标准最有力的肯定。 同时，我们也将认真对待您提出的两点建议：沙发床弹簧声的问题，我们会加强日常检查并及时更换；欢迎饮品的种类与补充效率也在优化中，确保不同时间段到店的客人都能享用到心仪的饮品。 再次感谢您对美憬阁的信任与分享。期待您下次再来，继续享受这份属于长江路的惬意与从容。 Dear Jiaxi G., Thank you for taking the time to share such a detailed and thoughtful review of your stay – your feedback is truly valuable to us. We are delighted that you appreciated the unique layout of our two‑room suite, which offers complete independence with a connecting door, separate TVs, bathrooms, and entrances. It’s a design that works especially well for families or groups of three traveling together. We are also glad that you enjoyed our fitness and pool facilities, the impeccable cleanliness, the peaceful atmosphere despite our central location, and the refreshing scent of our Malin+Goetz bathroom amenities. We also take your constructive suggestions seriously: the spring noise from the sofa bed has been noted and we will strengthen routine inspections and timely replacement; the variety and replenishment of welcome drinks are also being optimized to ensure availability throughout different hours of the day. Thank you once again for choosing MGallery. We look forward to welcoming you back for another relaxing stay in the heart of Nanjing. Sincerely,

尊敬的Xin Gu客人： 感谢您选择入住，也感谢您对我们地理位置和服务人员态度的认可。 关于您提到的房型问题，我们非常理解您的失望。您预订的高级大床房确有不同的布局版本，部分房型未配备独立沙发区，而线上展示的图片为多个房型的综合示意，未能清晰标注差异，这是我们在信息呈现上的不足，给您造成了误解，我们深表歉意。我们已经与飞猪平台沟通，建议完善房间描述，避免类似情况再次发生。 关于会员升级权益，酒店确实会根据当天入住率和房态灵活安排。您入住时正值旺季，房态紧张，未能为您提供升级，非常遗憾。我们已特别备注了您的会员信息，若您下次光临，在客情允许的情况下，我们一定优先为您争取房型升级，让您享受到更加宽敞舒适的居住体验。 再次感谢您的理解与支持，期待您再次光临。 前厅部经理 Moses Suen Dear Xin G., Thank you for choosing our hotel and for acknowledging our location and staff service. We truly understand your disappointment regarding the room type. The Superior King rooms do come in slightly different layouts, and some do not include a separate seating area. The images shown online are a general representation of multiple room styles, and the lack of clear distinction on the booking page may have led to a misunderstanding. We apologize for this and have already contacted the Fliggy platform to request more accurate room descriptions. Regarding your membership upgrade benefits, we do review upgrades based on availability and occupancy each day. During your stay, the hotel was fully booked due to peak season, and we regret that we were unable to offer an upgrade. We have now noted your membership profile in our system, and should you stay with us again, we will do our utmost to prioritize a room upgrade for you when occupancy allows. Thank you again for your understanding. We look forward to welcoming you back for a better experience. Moses Suen Front Office Manager

Dear Fei c., Thank you for taking the time to share your stay experience with us. We are truly delighted to learn that our front desk team member made a warm and positive impression on you during check‑in – your kind words have been shared with her, and she is very encouraged by your recognition. At the same time, we sincerely apologise for the aspects that did not fully meet your expectations. Regarding the room floor, we always try our best to accommodate preferences based on availability; please feel free to let us know your preference when booking next time, and we will do our utmost to arrange a higher floor for you. As for the breakfast, we have noted your feedback and will review it with our culinary team to continuously improve our quality and variety. We truly value your constructive comments as they help us grow. We hope to have the opportunity to welcome you back and provide a more enjoyable stay in the future. Warm regards, 感谢您抽出宝贵时间分享您的入住体验。 我们非常高兴得知前台同事在为您办理入住时给您留下了温暖、热情的印象——您的认可我们已经转达给她，她备受鼓舞。 同时，对于楼层安排和早餐体验未能达到您的期望，我们深表歉意。关于楼层，我们向来会视房态尽量满足客人的偏好，下次预订时您可提前告知高楼层需求，我们会尽力为您安排。关于早餐，我们已记录您的反馈，并将与餐饮团队认真检讨，持续提升出品品质和种类。 您的宝贵意见是我们进步的动力。期待未来能再次迎接您，为您带来更满意的入住体验。 祝好，

Dear Bowen T., Thank you for choosing Ming Hotel Nanjing MGallery Collection and for sharing your honest feedback with us. We sincerely apologize for the noise issue you experienced in Room 1309. We fully understand how disruptive poor soundproofing can be to a restful stay, and we take your comments very seriously. We have already reported this to our Engineering team for a thorough inspection of the room's soundproofing conditions, and we will take appropriate measures to improve it. Should you choose to stay with us again in the future, please let us know your preference in advance – we will be happy to arrange a quieter room for you (e.g., a room at the end of the corridor or on a higher floor) to ensure a more peaceful experience. We truly value your feedback as it helps us to improve. We hope to have another opportunity to welcome you back and provide you with a much better stay. Warm regards, Ming Hotel Nanjing MGallery Collection – Guest Relations Team 尊敬的Bowen T.： 感谢您选择南京明酒店美憬阁精选酒店，并坦诚地分享您的入住感受。 对于您在1309房间遇到的隔音问题，我们深表歉意。我们完全理解隔音不佳对休息质量的影响，对此非常重视。我们已经将此事报告给工程部门，安排对房间隔音情况进行全面检查，并将采取相应措施加以改进。 如果您下次再次光临，请提前告知您的偏好，我们将很乐意为您安排相对安静的房间（如走廊尽头的房间或更高楼层的房间），以确保您能享受更宁静的体验。 您的宝贵意见是我们改进的动力。期待未来能再次迎接您，为您带来更满意的入住体验。 祝好，

敬爱的Hanyu Wu顾客， 感谢您对我们酒店的精彩评论！我们十分高兴听到您在我们酒店过得愉快，并十分期待您的再次光临。 祝好，

Dear Haoyong Z., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely,

Dear Kai X., Thank you for your stay and for your honest feedback. We are glad that your overall experience reached 80 out of 100. At the same time, we truly appreciate the points you raised for improvement. Regarding the bathroom size and layout, we will review these aspects within the context of our room design and explore opportunities for future upgrades. We also understand your concern about the complexity of the points redemption process on the ALL – Accor Live Limitless website. Our front desk team is always ready to assist guests with the redemption process whenever needed. We look forward to welcoming you back for a smoother and more enjoyable stay. Warm regards, Moses Suen Front Office Manager 尊敬的Kai X.： 感谢您的入住与真诚反馈。 很高兴您整体入住体验达到了80分，同时我们也非常重视您提出的不足。 关于卫生间面积和设计合理性，我们会结合房型特点进行复盘，并在后续维护或改造中加以优化。 针对雅高官网积分兑换页面操作复杂的问题，前台团队随时乐意为您提供协助，帮助客人顺利完成积分兑换。 期待下次为您带来更顺畅、更舒适的入住体验。 前厅部经理 Moses Suen

敬爱的顾客， 感谢您对我们酒店的精彩评论！我们十分高兴听到您在我们酒店过得愉快，并十分期待您的再次光临。 祝好，

Dear Nishijia, We sincerely apologize for the unpleasant experience you and your family had during your stay. We fully understand how frustrating it must have been to arrive with a sleeping baby after a long journey, only to wait for nearly two hours without a comfortable place to rest. This was a failure on our part in terms of room arrangement and communication, and we are truly sorry. Regarding the issues you raised: Your arrival at 2:00 PM and the room not being ready until almost 4:00 PM exceeded the normal waiting time. This reflects shortcomings in our housekeeping process and staffing during peak hours. Our front desk colleague agreed to a late check‑out until 3:00 PM, but you received a reminder call at 2:20 PM. This happened because the promise was not properly noted in our system and the handover between shifts was not completed, leading to a failure to deliver on our commitment. This is a management oversight on our side. We take every point of criticism seriously and will work on improvements. We will optimize our housekeeping procedures to ensure faster room turnaround even during busy periods, and strengthen communication between front desk, housekeeping, and the switchboard to prevent any disconnect between promises and execution. We will pay extra attention to families with young children and be more considerate and caring. Thank you again for your honest feedback. If you would like to give us another chance to make things right, please feel free to contact me (Moses) directly. I will personally arrange your next stay and ensure a truly comfortable and hassle‑free experience for you and your family. Wishing your little one good health and happiness. Yours sincerely, Moses Suen Front Office Manager 尊敬的Nishijia： 非常抱歉给您和家人带来了如此不愉快的入住体验。尤其带着熟睡的宝宝长途奔波，却未能及时入住，等候过程中又缺乏舒适的休息区域，我们完全理解您的煎熬与不满。这是我们客房安排和沟通环节的失误，真诚向您致歉。 关于您反馈的问题： 当天下午2点到店，房间直至近4点才准备好，确实超出了正常等待时间，反映出我们在客房清洁流程和高峰期人力调配上的不足； 前台同事答应延迟退房至15:00，但14:20就接到催促电话，既未在系统内正确备注，也未做好内部交接，导致承诺未能兑现，这是我们管理上的失职。 您提出的每一条批评，我们都会认真分析并改进。我们将优化客房清洁流程，确保高峰期也能高效出房；同时加强前台与客房、总机之间的信息同步，杜绝承诺与执行脱节的情况，尤其是在面对带宝宝出行的家庭客人时，会更加体谅、更加贴心。 再次感谢您坦诚指正。如果您愿意给我们一次弥补的机会，欢迎随时联系我，我将亲自为您安排入住，确保您和家人感受到真正省心、舒适的体验。祝宝宝健康成长，阖家幸福。 前厅部经理 Moses Suen

敬爱的Zheng W.， 感谢您对我们酒店的精彩评论！我们十分高兴听到您在我们酒店过得愉快，并十分期待您的再次光临。 祝好，

尊敬的Jingjing Z., 感谢您的反馈。很抱歉化妆镜没电的问题给您带来了不便，这是我们日常检查的疏忽。我们已安排客房部在每日查房时增加对化妆镜电量的检查，并备好充电线和备用镜子。如果您下次入住时遇到任何类似问题，请随时联系前台，我们会第一时间为您解决。期待您再次光临，看到我们的改进。祝好！

Dear Yang H., 感谢您对酒店工作人员热情周到的肯定，以及对我们设施齐全的认可。您的鼓励是我们不断进步的动力。 南京明怡美憬阁精选酒店地处金陵城芯，闹中取静，公寓式套房配备洗烘一体机与简易厨房，兼顾短居长住的便利。我们始终以美憬阁品牌“每时美刻，一步怡憬”的服务理念，用心对待每一位客人。 期待您再次光临，我们将一如既往为您提供温暖贴心的入住体验。 祝您生活愉快！ 前厅部经理 Moses Suen

敬爱的Xinyi X.， 感谢您对我们酒店的精彩评论！我们十分高兴听到您在我们酒店过得愉快，并十分期待您的再次光临。 祝好，